Whose problem?

One of my pet peeves is poor customer service. Not in the sense that the customer is always right, I demand satisfaction. But from a business operation standpoint of how a business handles customer service. 

When you have a problem and make contact with a company representative you don’t want to be punted down the line. The quicker resolution can be made the better for the customer and the company.

I use to believe that the person on the front lines, those dealing with the public either in person or over the phone are the face of the company. They should be able to resolve issues or know the limitations of systems. They should be trained in the issues facing the business. They are put out there by the company they should be empowered to acknowledge the problems, explain what the problems are, and be able to offer some resolution or compensation to the customer to immediately bring a conclusion. Still feel this way to a certain extent but a recent experience softened me to that point of view.

Calling a physician’s office patients are greeted with an automated system that offers several specific choices. There is no talk to a representative option. Pushing zero only causes the system to repeat itself. So, the caller is stuck with choosing one of the options. Having a non-emergency question, I chose that option. Being after closing hours I was greeted by a voicemail box instructing me how to leave a message and that someone will return my call. A message was left. Over 24 hours later no call. I call back and end up in the same voice mail. I decide to defeat the system by choosing an option that is not related to my topic but should land me with a real person. It does. Rightfully so, my issue is not their purview so I am transferred. Eventually, someone picks up.

They apologize for saying they didn’t get my original message. Wanting to make my point about their system, I explain that a message was left and after a little back and forth, I finally realize that I am speaking to a nurse that is trying to help me with my question. She has no idea how the phone system works or who even manages the system. We both apologize. Me for my gruff behavior, her for the system that she didn’t care for either.

This person is on the “front lines” in the sense that she answered the phone. But she had nothing to do with the phone system. This was an office manager’s issue. Sometimes employees are victims of the system. They have no control over it. They are put on the front lines without managerial support.

I’ve learned that empathizing with the front line employee about the issue seems to have a better effect. Engage them in a friendly manner, identify the issue and what a problem it must be for them. I usually find that they are just as frustrated with the situation as the customers. Bringing the issue to light in this manner tends to make the employee more inclined to pass on the customer’s comments to management.

While you may have issues with a sale, billing, or how you were treated you have to realize that the customer service representative is trying to help. Some may be better than others but they are trying to resolve your issue. Sometimes it is hard getting to the right person or a person for that matter. Know with whom you are speaking. Only relate the issue at hand and deal with that. You’ll probably have a much better experience than trying to force the rep to fix the system. 

Refer to the blog archive for other posts about Customer Service.